Call Center Team

Call centers are typically organized in groups. Each team has a defined role in the call center to support a particular type of customer request. For example, in a call center for ordering clothing, one team may support mens' apparel while another team may support teens' or womens' clothing. Each call center is organized differently depending on the types of products or services they support.

Call center agents have a complete support team to assist them in their work. When difficult questions arise, most call centers have a help desk for their agents to use, or the call center provides support from the supervisors in each area. In some cases it is necessary to escalate the call to experts. If all these options fail, it may be necessary to call the customer back with the information they need.

Other types of teams within the call center may include the training group (for training new hires and ongoing training of agents), the quality monitoring team (for monitoring calls for customer service and quality), human resources (for recruiting and hiring call center agents) and the work force management (for scheduling employees to match the work load).